Poor technical support from Vermont Castings

[marc nichols]

I called VC this morning to inquire on correct stack height for a new Encore. the manual has a clear graph for the standard 6' pipe but no info on the 8" pipe they require if the stove is to be operated with the doors open. They would not let me speak to a technical person and simply referred me back to my dealer....who doesn't know either as it isn't published. Why they wouldn't let me speak to a knowledgeable person is beyond me.

I am replaceing my non-cat Encore which has been dissapointing, with a cat version. I'm weary of the short burn times and lack of control the non-cat affords. It's a lovely stove during the day, but a PITA overnight and I'm not sure it is very efficient in terms of extracting energy from it's fuel load.

 

[CountryGal]

If they referred you back to your dealer, then the dealer should contact their tecnical people and get the information for you.

 

[swestall]

Let's face it, Vermont Castings is not the company from Vermont that folks learned to love and rely on. They are now a large corporation, that has many products, has gained many of the beauracratic layers which cripple a growing company, they do not seem to be able to admit they have a problem with Everburn and worse yet, make customers feel the message, you bought it, the dealer might help you or whatever.....
I can not voice greater dissapointment with any stove that I have ever owned or know, than what I have with the Everburn model of the Defiant. The older CAT stoves, which were basically designed by the old Vermont Castings folks, are still great. And, VC seems to support them pretty well, but after all they work. When they don't work, the VC folks know pretty much what is wrong, and they fix it. Not so with the Everburn, it is mystical at best.
My message: looks aren't everything, you have to go to the heart and soul sometimes....

 

[marc nichols]

Yes. I know that. But why?? A simple and standard question that should be part of the installation info and readily available to me as an owner. As I said, poor service as they have exhibited on this forum for quite some time by not responding to concerns/complaints re the everburn system.

 

[marc nichols]

Swestall nailed it! Sadly, we can't logically expect anything better for what was once a very good company. Even my dealer has expressed dissapointment at the opwnership change and loss of original, responsive and knowledgeable VC staff.